Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home and spent thousands of dollars on the painting and hardwood flooring prior to moving. The movers severely damaged the hardwoods by dragging furniture without any padding or cushioning leading to deep gashes and splintered wood. I have before pics from ***************************** and the cleaners (evening prior) demonstrating the conditions of the hardwoods prior to the move. The pictures taken during/ after the move and immediately brought to the attention of both the movers and company demonstrate significant damage. The company refuses to acknowledge responsibility and will not submit a claim to their insurance company- I cannot do so independently. The manager (Ive been in contact multiple times) states they were like that despite pictorial evidence. The repairs will be of substantial monetary value. Additionally, multiple area of paint on the walls is chipped from items being dragged and hit by the movers which will require repainting. Several items were damaged in the move, including a $1900 armoire. Items were not packed appropriately- no padding- just dumped into boxes resulting in broken glass, ceramics, etc. A sweater (new with tags still attached) was stained as it was dumped in a box with kitchen items that included spices and sauces. The company offered a 10% reduction in billing which does not begin to cover the damage sustained to my home or items. The moving companys insurance company will not intervene unless a claim is initiated by the company itself. In directing the movers to use care in seeing the negligence occurring, one of the movers became verbally abusive and hostile. I should have contacted the police but the move was close to conclusion. I also noted on the final invoice that I was over billed as the documented times were inaccurate, particularly with regard to the charges for a four man crew as one of the movers was inept and delayed the timeframe. The final bill was hundreds over the initial quote given prior to booking.

  

  Business Response

  Date: 04/21/2023

  Our movers did a professional job.
  The scratches on the floor were not caused by our movers. Its obvious that those occurred before the move. The floor scratches had lacquer over them.
  The paint on the floor that she claims was from the dresser is actually from the wall. We did not cause any floor or wall damage. The only item our movers may have broken was that glass candle holder that we offered to reimburse. We did everything we could to please *** with the move, but we cannot be liable for damages we did not do.

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The scratches are not new- I can obtain pics from ******* Steamer that show this as my floors were cleaned prior. I am attaching pics from the cleaner (night before move) that are not sharp but do show the damage was not present. Additionally, I can provide contact information for the cleaner who will inform you as an independent individual that the damage was not present. Furthermore, I can additionally provide contact information for the license contractor that painted the home to verify that the paint chips werent present. The home was vacant since painted and I inspected his work prior to payment. The white areas on the floor are not due to paint- they were cleaned by ********************** AFTER painting was complete which the company can verify. They are transfer from the heavy, WHITE dresser that the movers damaged the floor with. Im having difficulty in photo uploads so Im attaching several to this email. I am also attaching photos of damaged items (the blown ************** the gorilla glue line applied by myself after). The company continued to harass me after complaining by posting pics of my home (inside and out) to a public website ********** days after my April 8th move without my permission- also attached. I paid over $2000 for ******* Steamer days before the move and want them repaired. 
  

  
  

  

  Business Response

  Date: 04/27/2023

  Those scratches were not made by our company. The before pictures were made many feet away and clearly does not show the floor before how it looked. The white marks on the floor and the small white dots on the floor are clearly paint from when her walls were painted. Our movers may have caused small minor damages to a glass candle holder and maybe another glass item packed by ** that we offered to compensate. But most of the damages she claims were not caused by **. We did a professional job and completed the move within the estimate we gave. She complained it was way over the estimate. Our estimate was 7-8 hours **************, and the completed job was 7.5 hours **************.